Training Support Specialist

Summary

Join Huntress, a fully remote cybersecurity company, as a Training Support Specialist. You will be responsible for delivering training curriculum to the support team, identifying skill gaps, and creating training programs to address them. You will also maintain training records, serve as a point of contact for onboarding new hires, and create knowledge base articles. This role requires proven technical support skills, strong presentation and facilitation skills, and a passion for continuous learning. Huntress offers a competitive salary, generous benefits, and a commitment to creating an inclusive work environment.

Requirements

• Proven technical support/customer support skills
• Self-motivated individual who can work independently and with a team
• Strong presentation and facilitation skills, with the ability to engage and educate diverse audiences virtually
• A passion for continuous learning and the ability to quickly grasp new technical information
• Excellent written and verbal communication skills, capable of explaining complex technical concepts clearly and concisely

Responsibilities

• Assist the Training Lead in planning, designing, scheduling, and delivering training that levels up the team’s technical skill in regard to product features and best practices
• Identify individual and team skills gaps and deliver training programs to address those skill gaps
• Measure the effectiveness of training sessions, including preparing individual or team progress reports
• Maintain updated records of training curriculum, material, and learning transcripts
• Serve as point of contact during onboarding of support new hires
• Fulfill all support training KPIs
• Create and maintain knowledge base articles, SOPs, guides, and other materials
• Act as a resource for team members writing or editing knowledge content
• Ability to work on your own initiatives with high attention to detail
• Flexible mindset and willingness to accommodate and support changing priorities in a growing company
• Work up to 10% of your time on off hours, in order to support our global teams
• Collaborate with subject matter experts to ensure the accuracy and relevance of training content
• Assist leadership with ticket Quality Assurance, both to identify knowledge gaps and to stay up on current ticket trends
• Assist in the ticket queue on an as-needed basis

Preferred Qualifications

Familiarity with an LMS is a plus

Benefits

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• 75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth